HR Technology Support Services – Top 5 Trends

by Suhas Chaphalkar

To a layman observer, HR is just about “managing the organization’s Human Resources” while being oblivious to the other various facets involved in any modern HR function. It’s only upon having a closer look at the operational aspects of HR that one realizes the actual impact HR can potentially have in today’s world of business. And technology plays a crucial role in determining how big an impact HR can have.

Although there are a multitude of interesting changes taking place in the HR Technology and Support Services space, I would like to outline here the Top 5 trends that are expected to have a major impact.

  1. Cloud-based offerings

Everything is changing, and quickly, including the types of HR technology in use, the experiences those systems deliver and the underlying software designs making many of the traditional HR systems purchased only a decade ago seem out of date.

We can’t talk about disruptive technology without discussing the massive strides that have taken place in this field. Companies now are showing a strong preference for cloud-based platforms such as SAP SuccessFactors rather than building their own or investing in complex, time-consuming and prohibitively expensive enterprise HR solutions.

  1. Increased adoption of mobile solutions

There is a visibly increased focus on building tools that are not just easy to use but also easy to access. In today’s world of hyper-connectivity and mobile workforce, organizations need to support on-the-move access to its HR Technology and services for its Managers, Employees as well as the HR function to enable seamless, anytime, anywhere solutions.

While investment to date is on track for a slight decline from last year, deal activity in HR tech has grown consistently in the last 5 years and at the current rate is expected to increase more than 15 percent over 2015. This instability is being driven by the increased focus on mobile solutions and the emergence of video, social recruiting and wearable in the workplace.

  1. AI & Analytics


Using AI as an HR function provides additional advantages by automating many of the processes that a Manager does on a daily basis that can be time-consuming and arduous at best. Some of the benefits are reducing human bias, selecting promising candidates from a large number of applicants and reduce administrative work.


HR departments are generating more data than ever before but at the same time, they often struggle to turn their data into valuable insights. New tools and technology are needed because big data is so big, fast-changing and potentially unstructured. With these tools, HR organizations are able to perform analytics and forecasting to make smarter and more accurate decisions, better measure efficiencies and identify management “blind spots” to answer important questions regarding workforce productivity, the impact of training programs on enterprise performance, predictors of workforce attrition, and how to identify potential leaders. The ability to capture and analyze big data has enabled many companies to both increase revenues by better understanding and more accurately targeting customers and cut costs through improved business processes.

  1. Millennial Workforce

There is another category of learning products coming that I call “learning experience platforms.” They focus on delivering a “learning platform” and not just a “learning management platform.” In other words, they are places to go to browse and learn, and not merely to register for courses.

  1. Gig economy

There are two emerging markets that support the new way of working. The first is contingent workforce management systems. The second market is the gig-work networks that match workers to projects. The potential cost savings presented by the global gig economy can be attractive to HR teams as budgets go further. Technology is empowering social change. Our on-demand culture is changing how people want to earn a living. The freedom of being able to choose how, where and for whom you work is a huge benefit for the gig worker.

Understanding this trend helps the HR professional recruit, manage and develop a gig worker. For example, by introducing flexible working policies and investing in technology that supports remote working.The gig economy, it’s here to stay.

In conclusion, making the right software choice is quintessential for any and every HR organization as the use of technology to deliver HR services and how HR leverages technology to manage a firm’s human capital are the deciding factors that distinguish high – performing HR organizations from others.


Increasing user adoption with the “whats in it for me” rule

By Bharathi Ramamurthy, 01 Sep,2016

Technology has transformed the way we do business today and HR is no exception. But, time and again, in spite of implementing the best HRIS platforms, organizations grumble about the lower percent of user adoption and struggle to instigate effective users’ adoption.

Although we are in world where there are five generations of workforce, The “millennials” form more than half of the workforce.  These young workers are more exposed to latest gadgets, social networking, and in most cases tend to live their life in the virtual world. Now the big question! Then why do we seem to meet issues around HRIS adoption? (Fun Fact: Not even 5% of employee population use the HRIS to its full capacity). The reasons could be plenty, but to name a few – Continue Reading


How to measure the effectiveness of your Employee Self-Service?

Employee Self Serviceby Mohan Kumar  on 21 July ’14

Human resources (HR) departments in all organizations want to spend lesser time on administrative tasks and instead focus on strategic value adds. A significant chunk of admin effort is spent on resolving employee queries – often simple ones that they could sort out themselves. Ergo-the ubiquitous employee self-service portal (ESS) was born with the goal empowering employees with easy to search information.

As ESS portals expanded to FAQ’s, master data edit screens and more – an interesting question emerged – How does an org measure effectiveness of ESS Portals? In a close analogy, banks that add ATMs reduce their need for cashiers by allowing them to operate leaner and offer 24/7 services. Translated to the HR domain, by putting in an ESS what measurable gains has the organization realized? Can it really be measured?

We present measures to help you understand if ESS is actually helping.

1. Volume of helpdesk queries: A before and after measurement show a drop in incoming volumes, while query complexity may increase. This indicates that employees are solving simple stuff by themselves and these queries don’t reach a support center.

2. Employee Engagement: The increase in autonomy and the speed of resolutions leads to employee satisfaction and higher productivity from the employee. Moreover, it offers employees a perceived control of their information including how and when they access HR services. This could be measured by adding questions on ESS to already existing employee engagement surveys.

3. Better Data Quality: Has the quality of master data improved? If so, the employees are actually using the portal to manage the data and keep it updated. This is also a good measure of the usability index if it is easy to use they will use it! If the numbers don’t look promising here are a few tips to improve the effectiveness

  • Educating the front line teams: Maybe you have a great portal but if you employees don’t know it can answer questions they will still call in. When they do, have your frontline teams walk employees through how they can solve this for themselves – either an email or phone. Tag the query to track.
  • Measure, Measure, Measure: As the adage indicates, what gets measured gets done. Identify key indicators on the nature of queries (salaries, benefits, policies, which policy?) and set goals on when you want them to be. Instead of measuring volumes of a huge amorphous blob and “calls” or emails” break them down into simpler measures, categorized by type. Leave these into measurable goals on a weekly monthly basis and if they don’t change ask why?
  • Gamification: Offer points on the portal when they solve problems either their own or answer other EE Questions as longs as they are generic and do not involve confidential information. Nothing motivates more than “winning” or being top of the table this gets everyone involved and helps gamify to get better outcomes.
  • Simplify the UI: If your HR portal UI looks like the control panel of a small aircraft – it maybe feature-rich trust you will need the pilots to use it ! One of the big reasons for the popularity of the portal that ask (and get) a lot of people info is the ease of use – Think FB, Google, LinkedIn or the likes, your employees probably keep those more updated than your HR Portal. Hmm Why?

The use of Employee Self-Service technology is just a start rather than an end in itself; it is a method for introducing further tactical gains into the organization. It is essential that a holistic tailor-made approach is adopted in measuring the efficacy of the ESS system.

If you are thinking how Neeyamo can help measuring your Organization’s ESS, Well! Great Question. Please discuss with us and we will tell you how. Get in touch with our HR evangelist irene.jones@neeyamo.com